What are the responsibilities and job description for the Sales Support Specialist position at Diagnostic Solutions LLC?
Job Description: Sales Support Specialist
Role Summary
The Sales Support Specialist acts as the critical bridge between the Sales Team and Field Service Engineers (FSEs). This role owns the end-to-end management of service call requests initiated by sales representatives. The primary objective is to optimize engineer scheduling, ensure seamless facility communication, and maintain high service standards from initial request to final reporting.
Core Responsibilities
• Service Request Ownership: Oversee all administrative and operational phases of incoming sales-initiated service calls.
• Engineer Resource Allocation: Research, identify, and select available Field Service Engineers based on proximity, skill set, and schedule.
• Schedule Coordination: Manage precise arrival times and service windows directly with engineers and facility contacts.
• Technical Liaison: Serve as the primary point of contact for FSEs regarding facility-specific issues, site constraints, and access requirements.
• Post-Service Documentation: Collect, review, and finalize end-of-service reports to ensure accurate data capture and closure.
Key Performance Indicators (KPIs)
• Response Time: Speed of assigning an engineer once a sales request is submitted.
• First-Time Fix Rate: Ensuring engineers have the correct facility insights before arriving.
• Documentation Compliance: On-time completion and accuracy of end-of-service reports.
Additional Responsibilities
• Parts Sourcing: Identify, locate, and procure necessary replacement parts and components required for sales requests
• Purchase Order Backup: Generate, track, and complete purchase orders (POs) for parts, external vendors, or specialized engineer tools when needed.
• Out-of-Office Coverage: Act as the primary point of contact for assigned sales representatives during planned or unplanned absences